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Abstract: More than 3% of all Americans work in contact
centers, and the cost of labor typically 60-70% of a call center's
operating budget. In this context, the management challenge is in
balancing the need for high-quality service delivery with
cost-effective human resource deployment, all of which must be done in
the context of a highly dynamic but uncertain workload and a myriad of
labor supply constraints.
In this presentation, I will provide a framework for the management of
a contact center's "human supply chain" and identify a number of
challenging and important quantitative problems. In addition, I will
present two specific solutions that illustrate the business value of
embedding intelligent but tractable mathematical models within an
organization's information systems and management processes.
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